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Genesys GCX-GCD Exam Syllabus Topics:

Topic
Details

Topic 1

• Configure the features of Genesys Cloud CX Collaborate and Communicate: This section of the exam measures the skills of a System Administrator and covers the setup and management of collaboration tools and internal communication features within Genesys Cloud CX. It explains how to configure chat, messaging, and workspaces for teams to work effectively inside the platform.

Topic 2

• Understand Authentication and Resources: This section of the exam measures the skills of a Developer and covers how authentication works in Genesys Cloud CX. It explains resource management, OAuth processes, and permissions needed to securely interact with APIs and services. Students learn the basics of secure access control.

Topic 3

• Understand the Genesys Cloud CX Platform: This section of the exam measures the skills of a Developer and covers the core understanding of the Genesys Cloud CX platform. It introduces the platform’s general structure, its major capabilities, and key concepts like organizations, regions, and data models. Students will learn about the general environment where Genesys Cloud CX operates and how different services are organized.

Topic 4

• Manage Roles, Supervisor Tools, and Divisions: This section of the exam measures the skills of a System Administrator and focuses on managing permissions, configuring roles, using supervisor tools, and organizing users into divisions. It covers how to control access, monitor agent activities, and properly separate work across different areas of an organization.

Topic 5

• Explain Agent Chat and Analytics APIs: This section of the exam measures the skills of a Developer and focuses on the APIs used for agent chat interactions and analytics data. It describes how developers can programmatically manage chat activities and access analytics reports to monitor system performance.

 

Genesys Cloud CX: Developer Certification Sample Questions (Q51-Q56):

NEW QUESTION # 51
What type of trunk would you configure to connect to AudioCodes phones?

• A. Phone trunk
• B. External trunk
• C. WebRTC phone trunk
• D. Network interface trunk

Answer: B

Explanation:
To connect to AudioCodes phones, which typically function as external SIP devices, you would configure an External trunk in Genesys Cloud CX. This allows SIP communication between Genesys Cloud and the AudioCodes device.

 

NEW QUESTION # 52
Which ACD routing method routes an interaction to the next available agent?

• A. BullseyeACD
• B. Disregard Skills. Next Agent
• C. Preferred Agent
• D. Standard ACD

Answer: D

Explanation:
The StandardACD routing method in Genesys Cloud CX routes interactions to the nextavailableagent based on queue configuration, without modifying routing logic or preferences like skills or agent affinity. It ensures straightforward, availability-based distribution.

 

NEW QUESTION # 53
If a WebSocket gets closed due to any issue, the events sent by Genesys Cloud CX are automatically queued and sent once the WebSocket is open again.

• A. True
• B. False

Answer: B

Explanation:
In Genesys Cloud CX, if a WebSocket connection is closed due to any issue, events are not automatically queued and sent once the WebSocket is reopened. Instead, the client is responsible for detecting the disconnection and re-establishing the connection. Upon reconnection, the client must resubscribe to the necessary topics to continue receiving events. Any events that occurred during the downtime are not automatically resent; therefore, implementing a robust reconnection and resubscription strategy is crucial to ensure no critical events are missed.

 

NEW QUESTION # 54
Which of the following applies to the Notifications API?

• A. The ping message will tell you if the authentication token is expired or not.
• B. There is noping message for Notification APIs.
• C. The ping/pong messages will tell you if the socket is dropped or not.
• D. The ping messages are for topic subscriptions.

Answer: C

Explanation:
In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.

 

NEW QUESTION # 55
A queue is an object in Genesys Cloud CX that contains a group of agents with similar skills.

• A. False
• B. True

Answer: B

Explanation:
In Genesys Cloud CX, a queue is an object that holds a group of agents who typically share similar skills or responsibilities. It is used for routing interactions to the most appropriate available agent within that group.

 

NEW QUESTION # 56
......

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